Support Line Operator

This is a fully remote position, open to applicants in Vermont.

📋 Description

• Deliver free, confidential, nonjudgmental phone support around the clock to residents of Vermont.

• Offer peer support that prioritizes choice, person-centered approaches, risk reduction, and strengths-based methods.

• Respond to calls and texts in a timely manner.

• Engage in communication through email, chat, and text with colleagues and supervisors.

• Accurately collect data following each interaction.

• Clearly convey program expectations and limitations to callers and texters.

• Navigate difficult discussions related to death, suicidal thoughts, substance use, altered states, extreme emotional states, and oppressive systems.

• Assist individuals in crisis and connect them with suitable resources.

• Adhere to policies and procedures, including emergency and on-call protocols.

• Participate in mandatory meetings and training sessions.

• Complete the Certified Peer Support Provider (CPSP) process.

• Attend annual All Staff and Programmatic Retreats unless otherwise excused.

• Follow a third shift schedule from Saturday to Wednesday, 11 p.m. to 7 a.m.

• Undertake additional duties as assigned.

⛳️ Requirements

• Must reside and work in Vermont.

• Ability to attend one team meeting monthly and one supervision session weekly.

• Direct lived experience with mental health challenges or crises (not solely related to substance use), and a readiness to share when appropriate.

• Capability to fulfill the Certified Peer Support Provider (CPSP) process with The Copeland Center.

• Willingness to share personal life experiences with intentionality and thoughtfulness.

• Dedication to delivering quality peer support while aligning with peer values and ethics.

• Strong interpersonal skills with the ability to build relationships with individuals from diverse backgrounds.

• Openness to self-reflection, learning, and accountability.

• Commitment to practicing new relational behaviors and seeking support when necessary.

• Skill in managing crisis situations and establishing professional boundaries and personal limits.

• Tolerance for risk and discomfort.

• Willingness to pursue reconnection after experiences of disconnection.

• Capability to work independently and collaboratively within a team.

• Proficient computer skills; familiarity with Google Suite is preferred.

• Ability to multitask across phone calls, textline interactions, and team communications.

• Competence in independently meeting job requirements.

• High school diploma or equivalent work experience.

• Availability to work on occasional holidays.

• Ability to work from home in a confidential environment with minimal distractions.

• Reliable internet connection.

• Daily use of a computer and virtual phone software.

• Successful completion of the Certified Peer Support Provider (CPSP) process.

• Preferred: At least one year of experience in previous peer support roles.

• Preferred: Professional peer support experience, Intentional Peer Support certification, and CPSP certification.

• Preferred: Knowledge of community resources and supports.

• Preferred: Awareness or experience with at least two movements such as consumer/psychiatric survivor/ex-patient, mad pride, neurodivergence, risk reduction, healing justice, and disability justice.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Long Term Disability and Life Insurance.

• Paid Time Off with an accrual of 210 hours per year to start.

• Nine paid holidays annually.

• 403(b) Retirement Savings Plan.

• Employee Assistance Program.

• Longevity Recognition Rewards.

• Access to a variety of Pathways facilitated trainings, including Intentional Peer Support.

• Fully paid attendance at annual All Staff and Programmatic Retreats.

• Opportunity for remote work from home.